We led a comprehensive analysis of a major department store’s BOPIS failure during peak season, resulting in a successful recovery and a 45% increase in BOPIS sales the following holiday season.
Challenge
A major department store’s BOPIS (Buy Online Pickup In Store) offering accounting for 38% of orders broke during the peak period leaving customers without their holiday gifts, damaging the brand.
Solution
Provided supply chain & retail subject matter experts to conduct a process analysis of the interconnected retail BOPIS process at a leading department store. Identified key themes and opportunities to improve the end-to-end process, spanning 10+ areas of the business and overall customer experience. Developed a 3-5 year roadmap prioritizing the opportunities and an initial 1 year implementation plan focused on speed to market.
Value Delivered
- Identified 50 short-, medium-, and long-term opportunities requiring both process and system changes to protect the exponentially growing BOPIS revenue stream of ~$1B.
- After executing the prioritized recommendations, the major department store realized a successful holiday peak season the following year including 45% growth in BOPIS sales.
